Feature Requests

It would be nice when working in a ticket if agents could collapse the ticket list that shows on the left side.

Because private comments aren't being sent to anyone, I think that it would make sense to be able to edit them. It would be useful to be able to fix typos or update the information in notes taken within private comments.

Please add a feature for auto refresh on the tickets board at https://web.tikit.ai/tickets/board We use this to track all tickets and us not refreshing has caused us to miss tickets. An autorefresh would mitigate that.

When viewing the list of tickets, it's hard to tell which tickets have had responses or updates since the last time the ticket was viewed. I think it would be helpful to mark the titles of tickets with unread updates in a bold font or in a slightly different color to make it easier to easily tell when a ticket has updates that need to be reviewed. Having a timestamp in the "Last Modified Date" column is another thing that would also help differentiate newly updated tickets. The idea in this post is sort of related and may help this issue as well: https://roadmap.tikit.ai/b/6vre6g0l/feature-requests/last-received-message-in-list-view

I have not really found any timers within Tikit.. am I missing something (could very well be). Certainly I think timers should be built into a ticket application to understand a variety of metrics including: How long a ticket takes to close How long a ticket is in the system before it is claimed How long a ticket stays in certain state (Pending, Open, etc) Further, it would be good if certain timers only ran when tickets were open and/or had eyes on them, as opposed to a timer that just runs. This could give better understanding of actual time worked on a ticket.

We have had users mention that they need a way to save filters (for them to view only) so they can quickly reference them later.

It would be nice to be able to set your own default view, including being able to select a custom view as default. I would also love to be able have personal and public views.

Currently when adding an image to a comment, it adds it as an attachment. This creates two issues: Can't see the context of the image, especially if multiple images need to be added.The user has to click to open and view the attachment. Preferrably, you can upload/paste an image and have it embedded directly in the comment where intended.

I'm finding myself repeatedly posting public comments when I intend for it to be private. I think this is because there's two buttons side-by-side that dictates what it posts as and is too prone to error. In our previous help desk system, there was two tabs -- one for public and one for private. When the private tab was selected, the textbox had a different background color which made it visually different/clear it was a private comment.

Some optimisation requests from our agents for the work with the ‘My Work’ area. In the list view: Ability to move and show/hide columnsFilter/search for ticketsA button for ‘Add ticket’ After selecting a ticket/calling up the details, all active tickets are displayed in the list on the left. In our opinion it would make more sense to have only the own tickets in the order of the previous view so that you can jump directly to the next ticket. In the board view: Options for sorting/filtering/searching ticketsOrder columns, show/hide columnsA button for ‘Add ticket’

It would be great if the ‘Comments only’ switch were set to ‘On’ by default or if the user's setting were remembered. In most cases, the automatic log entries are not interesting and only interfere with the flow of reading the comments that have been entered. Having to change it everytime when reading an other ticket is annoying.

We get various HTML-based emails with tables Tikit appears to be trying to converting the HTML to Markdown, but ends up just outputting elements of the markdown table vs. an actual formatted mark table. Screenshot of an example attached.

Why an Expanded Search is Crucial for Both End-users and Agents: Swift Issue Tracking for End-users: Sometimes, users might recall a specific comment they made or a keyword from a related knowledge article rather than the exact ticket details. An expanded search would allow users to quickly locate their past tickets, follow up on ongoing issues, or even avoid submitting redundant requests. Efficiency Boost for Agents: Agents juggle multiple tickets simultaneously. Being able to search using varied parameters like assignee, type, category, or phase can immensely help them prioritize, categorize, and resolve tickets faster. For example, an agent could pull up all 'High Priority' tickets in 'Phase 2' in a matter of seconds, ensuring urgent issues get timely attention. Holistic View and Analysis: Agents often need to review the history of recurring issues, analyze patterns, or even identify potential solutions suggested in comments or knowledge articles. An all-encompassing search function means less time hunting and more time resolving. Improved Collaboration: In scenarios where teams collaborate on a ticket, it's invaluable for agents to search by 'Group' or 'Team', ensuring seamless communication and faster resolution. Enriched User Experience for All: By catering to diverse search habits and memory cues, we are enhancing the experience for everyone, whether they're submitting a ticket or resolving one. Advanced Analytics and Insights: With more comprehensive search capabilities, team leads can generate in-depth reports to identify bottlenecks, strategize improvements, or even allocate resources more effectively. What would be searchable? Comments, Tags, Ticket Number, Resolutions, Knowledge Articles, Assignee, Type, Category, Phase, Priority, Group, Team, Status, Attachment Names, Custom Forms, and other relevant fields

I would like to be able to schedule meetings from a ticket and add a tikit tab to the meeting so that I can interact with the Ticket the meeting is about.

I just want to be able to assign a unit of time. Like 0.5 hours spent on the ticket. This helps tracking resolution times and expectations for how long a type of ticket should need to be resolved. Thanks!